Job Description

Student Success Advocate

The Student Services Advocate provides high-level, front-line comprehensive services and outreach to students and families with the highest standard of customer service, empathy, and accuracy. Operating within a fast-paced, high-volume environment, this role utilizes advanced problem-solving skills and a deep knowledge of university policies to resolve inquiries related to registration, billing, and student financial assistance. The Advocate acts as a central resource, ensuring a seamless, holistic student experience from enrollment through graduation.

Customer Service & Holistic Advising

• Delivers exceptional, student-centered customer service and complex problem resolution via phone, email, virtual meetings, and in-person interactions.
• Counsels students and families regarding financial aid packages, billing statements, payment plans, and registration processes.
• Serves as a dedicated liaison and advocate for students navigating complex university systems, collaborating with campus partners to resolve intricate issues.
• Maintains a welcoming, inclusive environment for a diverse population of students, parents, staff, and external stakeholders.

Enrollment & Records Management

• Accurately processes registration forms, schedule changes, independent study requests, enrollment verifications, and academic transcripts.
• Maintains an in-depth understanding of divisional policies, university regulations, withdrawal procedures, and re-enrollment processes.
• Ensures strict compliance with the Family Educational Rights and Privacy Act (FERPA) and other federal, state, and institutional regulations.

Outreach & Communications

• Develops and delivers engaging presentations to prospective/current students, families, and university staff regarding One Stop services.
• Supports university outreach initiatives targeted toward specific student populations to promote retention and financial literacy.
• Contributes to digital communication efforts, including reviewing and updating website content and knowledge-base documentation.

Administration & Special Projects

• Manages case records, tracking interactions and resolution metrics within the university's ticketing/CRM system.
• Represents the One Stop on university-wide committees and serves as a designated liaison to specific academic or administrative departments.
• Stays current on evolving federal, state, and institutional policies affecting student financial aid and higher education billing.
• Performs other duties and special projects as assigned.

Qualifications

Minimum Qualifications

• Education & Experience: Bachelor's degree; OR Associate degree plus at least one (1) year of full- or part-time experience in a customer-centric field; OR High school diploma/GED plus at least two (2) years of full-time experience in a customer-centric field.

Preferred Qualifications

• Direct experience working in a higher education setting, specifically within student financial aid, registration, or student accounts/billing.
• Familiarity with Miami University's institutional structure, academic divisions, and campus resources.
• Experience utilizing student information systems (e.g., Banner) and customer relationship management (CRM) software.

Required Knowledge, Skills, and Abilities

• Service Excellence: Ability to assist students and families graciously, efficiently, and accurately under pressure.
• Communication: Exceptional oral, written, and active-listening communication skills.
• Problem Solving: Strong analytical and critical-thinking skills to resolve ambiguous or complex student issues.
• Public Speaking: Comfort and proficiency in presenting to both small and large groups.
• Project Management: Demonstrated ability to manage independent projects, multitask, and meet deadlines.
• Interpersonal Skills: Proven ability to communicate and interact effectively with individuals of all ages and diverse socioeconomic and cultural backgrounds.
• Availability: Ability to work flexible hours, including occasional evenings and weekends, and attend off-campus university functions as required (minor travel may be necessary).

Technical Proficiency: Working knowledge of Google Workspace and Microsoft Office Suite.

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